Exported Knowledge Base Article - Change Font
Hello, it is possible to change the font which is used to generate the PDF files?
Comments to KB Articles
Isn't there a way to make it so that readers can make comments about Knowledge Base articles? I thought that was possible, but it's not working for me & I can't find a setting to change it.
Knowledge Base article views
Within the KB, each article shows how many views the article has gotten, but I'm interested in which users have viewed a specific article. Because users have to register and sign-in to use the Support Site, I thought it would be possible to track the
Reset Stats in Zoho Desk KB
As we're populating the wonderful Zoho Desk Knowledge Base, the team constantly reopens and edits the article. The analytics numbers will be so off in regards to the real customer usage when we launch. Is it possible to reset all stats once we finish
KB article shows horizontal scroll-bar
Hi there. I've created a KB article with 2 table in it and I see that the page displays a horizontal scroll bar making it hard to see the entire content. I've resized the table to 50% width, but there's no improvement. How can I get rid of that bar? Is
Zoho Desk Knowledge Base not loading when embedded in Help Widget
Hello, We use an onboarding platform which also includes a widget. They let you embed your knowledge base. But when I embed our Zoho KB it loads the menus but no articles: How can I fix this? And no I don't want to use Zoho ASAP - it is not very good
Desk FAQ Article views in Analytics
Hi, I am trying to report on the success of various FAQ (Knowledge Base) articles we have created in Zoho Desk. One of the metrics we wanted to track was the view count for each article. I can't see view count as a default option in the FAQ table in the
How to make Knowledge Base public so that I don't have to invite users to view
Hi, I'd like to make my KB completely public, so that my customers do not need to log in to a portal to access it and I don't have to actually invite my entire customer list to the help center. How do I accomplish this?
Knowledge Base - Display categories instead of all articles below in the overview
Hello, the desk helpcenter knowledge base is displayed as follows, after I click on a category: As you can see all sections are displayed. I don't think that really makes much sense. I would much rather see all subsections and not articles which are somewhere
Knowledge Base - difference between article view "List view" and "Quick navigation"
Hello, I would like to know what exactly is the difference between these two setting options. I have tried both settings and have not noticed a marked difference in the portal. Can anyone enlighten me on this? Thanks in advance! Regards, Sven
Knowledge base permissions for agents
Hello, I haven't quite figured out what the agent access for the Desk Helpcenter portal is for. Agents can log in to Desk as usual and view, use, etc. everything in the familiar environment. Why should they use the portal? I just don't understand it.
Knowledge Base Permissions (Explanation / Best Practices)
Hello, I can set view permissions at the category level. Why do the rights inherit when I set public. If I set none, I can decide for the articles or for the sections how I want to have the rights there. I haven't quite understood the permissions concept
How to Create Products in Knowledge Base
How do i create product categories with pictures like in the below image?
Idea Reports for Community
I'd like to have a report that lists all of the submitted ideas and their statuses. Also, it would be nice to be able to convert a Question into a FAQ in the knowledge base.
Embed Videos in KB Articles from Gallery
Hi, I'm currently writing articles for our new KB with Zoho. There is a gallery feature which also lets you upload and show videos. I uploaded some tutorial videos and wanted to embed them in the corresponding articles. It turns out that you can not embed
Notification that an item has been submitted for review
Hello all, I have set for a category that all submitted articles must be reviewed and approved by a specific person. I noticed the following things. If and what the reviewer has to do / to check, he must manually and actively gather. For example, he must
Gallery do not display for one department
Hi, KB gallery do not display for one department. Is there a particular parameter to activate in order to use the gallery? Regards, Marjorie
KB Article Table Is Very Hard To Use
I have just started to use the Zoho Desk Knowledge Base. As i've been making articles, i've found that the `Table` feature is quite hard to use for a number of reasons. This is especially problematic as each of the issues listed below are part of the
ASAP KB analytics
Hello, Is it possible to get ASAP widget analytics somehow? The current insights are all about the Help Center and viewing articles there also for Google Analytics. This means we have no idea how and if our users are actually using/interacting with the
How to determine which department KB articles are in?
tl;dr Is there any way I can tell what department an article is in from the List Articles API endpoint ( https://desk.zoho.com/DeskAPIDocument#Articles_Listarticles)? Hi everyone, I'm using the Zoho Desk API to integrate our knowledge base into our own
Knowledge base Tags suggestion feature missing
Hello, Recently me and my team have noticed that tags suggestion is no longer available, when creating new articles. As a 'suggestion', I mean exactly this feature shown below. For example, in our Help Center we have several articles tagged with the term
i would like to enable a disabled category
The knowledge base says that i should be able to toggle on a category. I can't. On the "inactive" tab of the categories there is no toggle. So how can I enable a category again? I can't do it from the department view and neither from the community v
Mark articles as favourite
Hi, It would be nice if a user can mark an article as favourite. Maybe this user can see all favourite articles in his/her profile. To find these articles back easily.
Importing Bulk FAQs to Knowledge Base
I have here list of FAQs for my Knowledge Base and Help Center, how can I import / upload them in one file, and create different individual articles when uploaded?
Why can't I see an attached document in the KB when I enter normally and can see it when opening the article in the Help Center?
Scenario: Create article in KB Attach a document as downloadable attachment Publish it for All Users Go to the article Login to the portal as a customer Navigate to the article Expected result I can see the attached document as an agent in Zoho desk when navigating to the KB (step 4); I can see the attached document as a customer when in the Help Center and navigating to the article (step 6) Actual result As an agent I cannot see the attachment in Zoho desk when navigating to the KB (step 4); I can
Can I upload a document to a knowledge base article that customers can download?
For a specific article that is about how to build up a particular profile in a document, I would like to add a default document that we share with our customers in a training. In order for them to have acces to such a document at all times, e.g. in case they lose it, I would like to add the document to the article so that they can download it there themselves. Is that possible and, if so, how? And, if so, are there restrictions to the type of documents?
Knowledge Base - Word of the day #24
A knowledge base is a digital repository where a company stores all of their support documents, and which is accessible to customers, prospective customers and employees. Through a successfully managed knowledge base a company can improve customer support practices by increased self service, which in turn leads to lower support costs and increased customer lifetime value. Here's an article about creating knowledge-base. Check out few community discussions on knowledge base. Watch this overview on
Search Multiple Tags at once?
Hi, Is it possible to search for more than one tag at once in Zoho Desk Knowledge Base? For example, you can see in the screenshot below i'm in the Tags search screen. You can currently either click on one of the popular tags below the search box or you can type it in the search box. As far as i can see, you can only search for one tag at a time. We'd like to search multiple tags at once to narrow down the search. So in the image below, the first two popular tags listed are 'zoho' and 'ptp'. I'd
Knowledge Base - Can you tailor it to a specific client
Our small firm is in the process of moving to Zoho for PM purposes. As part of the move we are exploring the features of Zoho Desk. We are a re-seller and implementer of accounting software. Our clients are in diverse industries and the software can be customized in millions of ways. As a result, even clients in the same industry may need separate instructions on how to perform a certain task. Is there a way to tailor the knowledge base for a particular set of client users? For example,
Email Notifications for CRM and Knowledge Base
I think it would be a great idea to send out email notifications (as it is with tickets) for new Knowledge Base articles and new notes added in CRM. This new feature has the potential to increase business efficiency by creating another avenue for communication within a company. Ideally, an administrative user should have the ability to choose what email addresses receive these notifications.
Search results are not logical within Knowledge Base
When searching for a question, relevant articles show in the drop-down however if you hit enter (which a lot of our customers no doubt will do) a lot of results appear, some of which are not relevant at all. We have checked the tags, and the irrelevant results do not share any of the same tags. Could it be that after relevant results are shown, does it perhaps then show all articles which are in the General section afterwards?
Zoho Desk Knowledge Base scrolling issue
When browsing around a Zoho Desk knowledge base from the public portal, when you click on a category the page stays scrolled to wherever it last was. This is confusing and not user friendly because if you're clicking a category that's low on the page, the content loads at the top (out of sight) and the user sees nothing. To the user it looks like the page is blank unless they know they need to scroll back up. The system should scroll to the top automatically when a category is clicked because the
ASAP for the web Knowledge Base - No access when "Customers must register to access Help Center" is enabled
We have created a Knowledge Base for our consumers. Now we want to use the ASAP for web widget in our software application to show the Knowledge Base (user must login to get access to the sofware, so first they logged in into our software app. and then they see the widget) We have enabeld the "Customers must register to access Help Center", so not everyone can submit a ticket. The problem: When we enabled this option the ASAP for web Knowledge Base doesn't work. The Knowledge Base is forbidden. Solution:
No separate search results in departments in the Knowledge Base
We have 2 software products (X & Y) We created 2 departments (X & Y) We add articles to both departments Problem: Some consumers have both software products. When they logged in into the Knowled Base and click on department X and they search for some keywords they get also results from the other department (from Y). In the search results you can't see the difference in the 2 departsmetns. When you search for example properties you get a result like: 1: How to create properties 2: How manage properties
Turn On Manage For Knowledge Base
How to get the Manage tab to show up in the Knowledge Base section? What permissions do I need to have?
Knowledge Base enhancements that let you rest assured.
To any writer, the option to make changes brings a level of flexibility and reassurance that little else can. Especially if you can pull up older editions of your writing. And that's exactly what article versioning in Zoho Desk's Knowledge Base lets you do. Versioning helps track and manage all the revisions you've made to an article. Any time you change the body of an article, a new version is created. Here are some benefits of this feature: You can compare any two versions of an article to see
Chat windows? Not just meant for chats anymore, for your abridged knowledge bases as well!
Hey there, Why would you want to withhold all the powerful insights that you possess about your products and services within yourself, when you can share, enlighten and empower your customers with it? Why would you want to wait until the customers bring in recurring support queries when you can educate them before-hand and aid them in resolving common issues all by themselves? Too many questions? Don't worry you will have it all answered with the new feature that Zoho SalesIQ has launched - " Articles
Knowledge Base access based current support contract.
Hi Everyone, Is there a method of granting access to the Knowlegde Base but only if a customer/user have a current support contract? So having a support contract has added bonus of extra doucmentation. Cheers Craig.
Open or download attachment in Knowledge Base article
Hi; While testing Zoho Desk I realized that I can't neither open or download attachments of articles from the KB. No matter if they are old attachment or just uploaded files. The error that's displayed says that the URL was not found. Best Regards
Where can Agents Manuals be stored on Zoho Helpdesk?
Hi, I'm not sure this is the right place for this but will give it a go I'm using Zoho helpdesk for the last 2 years. A new support department is being added and one of the relevant feature for their operation manager is rather Zoho helpdesk is able to store documents that will be used as a knowledge base for their agents. The funny thing is that I was already able to locate a solution to this issue a few weeks ago, but I have spent the last hour looking on the setup screen and was not able to
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